We've just returned from a one week stay at Royal Hideaway Playacar. Pros: very personable and attentive staff who will bend over backwards to ensure you are enjoying your stay, beautiful setting with nice pools close to the Gulf and rooms all relatively close to the water. Nice size - we didn't want a sprawling resort, Our concierge Susana was very helpful. On our first day we enjoyed a bike ride into Playa del Carmen with our informative guide Alfonso who showed us some Mayan ruins along the way. Cons - food was good but not great (although the dinners exceeded expectations for an all-inclusive) , housekeeping staff sometimes forgot to replace things like washcloths and snacks. We chose this hotel in part for the tennis court. We were disappointed to find that the courts weren't available in the evenings (when temperatures make playing bearable) as they are rented out to local residents. Doors are heavy and we were awoken at times by the sound of them slamming shut when folks who were getting up at 6-6:30am to reserve pool chairs left their rooms. All in all, a relaxing and enjoyable stay - given the hotel was closed for 8 months due to Covid-19, we were happy to cut them some slack as they get themselves back up to speed.…
Absolutely perfect, even more during Covid. Staying here felt safer and cleaner than living at home. Resort is about at 20% capacity, so at times it felt like there were more staff then guests. The staff is impeccable. Plenty of comfortable chairs at all times around pool and beach far away from anyone. Food in restaurants was the best out of any all-inclusive I've been to. All of the staff paid close attention to food allergies and gluten free. Drinks were plenty strong and you could ask for top shelf. Covid testing was on-site with results in 30 min. Hassle-free shuttle to and from airport. Visitors were mature, so no worries on loud crowds ruining your stay. Beach felt safe, was swimmable and you could ask take out the kayaks or go out on a sail boat. Walking distance to town, but be prepared for salespersons. They see the resort bracelets and pretend they know you from the resort, but they don't. The on-site store at the resort has everything you might need in a hassle free environment. Overall, can't wait to go back!…
This is one of the best hotels we’ve stayed at the staff was excellent, they went above and beyond for us and surpassed our expectations, excellent food their cuisine was amazing and drinks we will back, great beach, rooms were clean and nice, all staff fluent in English,
Beautiful resort!! Staff so friendly and helpful. Only one not smiling entire week! Gabriel bldg 24. Concierge so helpful!!! Luis at pool was exceptional, but all great!! Discova transport great! Alphonso manager so engaging! Italian restaurant was fabulous!!! The grill at breakfast always good. Little disappointed in other restaurants but still with covid restrictions. Staff very good with maintaining safety. Can’t wait to return!!! Just beautiful place and staff just always there to help.
Disappointed 4th visit. Understand it’s COVID19. Honeymoon suite. AC won’t cool room below 75d. Hot water is intermittent. Food is fair at best. 3 days haven’t seen building concierge, apparently there isn’t one. Left them a message about no hot water, no follow up. Management is poor. Breakfast buffet has servers due to COVID19 but food faces servers customers can’t see the food. Why not put signs on the food so people know what is available? Simple. Staff not well trained. Our suite has a stocked bar. We use glasses, the staff takes away the used glasses but never replaces them. Mini bar is never replenished. Management at this resort is horrible. Feel good COVID nonsense. Replenish dining utensils with tongs? Does anyone believe the dishwashers don’t handle utensils directly? The management of RH needs to be replaced. He/she is a moron…
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